Voxeo Releases VoiceObjects 12

Voxeo has unveiled VoiceObjects 12, an application life-cycle management suite designed to help companies take advantage of mobile devices to improve customer loyalty, optimize service, reduce contact center costs, and gain competitive advantages.

VoiceObjects 12 provides an improved mobile channel interface, based on JQuery Mobile and HTML5, to accelerate the development of mobile Web customer service applications. VoiceObjects developers gain access to a framework of drag-and-drop components for building mobile applications. The resulting applications work across all popular mobile devices and deliver usability features including a core set of UI widgets, such as toolbars, list views, buttons, form elements, and animated page transitions.

"Mobile is the future of customer service," said Voxeo's CEO, Jonathan Taylor, in a statement. "That means enabling convenient self-service access through mobile Web, native mobile apps, and SMS interactions, as well as voice. It will also mean leveraging the built-in capabilities of smartphones and smart devices to enhance customer interactions. For example, an insurance company might offer the ability for customers to use their camera phones to capture and share photos when reporting an accident, or a financial institution may use location services to provide information on the nearest ATM."

VoiceObjects' design-once, deploy-anywhere architecture supports the reuse of developer resources, application logic, and back-end integrations across voice, mobile Web, SMS, and social channels. The result is consistent customer service and significantly lower total cost of ownership, the company said.

Other enhancements include:

  • Hotspot Analytics:Delivered right inside the VoiceObjects integrated development environment,Hotspot Analytics enable developers to make application changes based on production data that was previously only available deep inside business user and administrator reports. By uniquely highlighting data and key performance indicators within the application dialogue flow, developers can quickly spot potential areas for improvement and take immediate action to optimize self-service.
  • Business User Interface: Nontechnical business users can now change and update components of live applications instantly, without involving an application developer or system administrator. Configurable parameters are determined by the developer and controlled by business rules. Common examples include managing hours of operation, customizing network messages, adding special announcements, managing call routes, and deactivating menu items.

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